💡 The Importance of the Coverage Indicator for Hotels

 

What is the Coverage Indicator?

 

The coverage indicator measures the active interaction of a hotel with its guests through the reviews it receives. Currently, this indicator in your myHotel Fidelity Online platform is calculated using the following formula:

 

 

This metric currently excludes reviews that only contain a title or a rating and/or that the OTA does not allow responses to, focusing on those that include a detailed guest comment.

 

 

 

 

Changes to the Coverage Indicator Formula

 

As of February 10, 2025, the way the coverage indicator is calculated will change. The new formula will be:

 

 

With this change, all received reviews will be included, even those that only contain a title or a rating. This adjustment aims to more accurately reflect the level of interaction between the hotel and its guests.

 

 

 

How to Adapt to the Change

 

For many hotels, achieving and maintaining a high level of coverage may seem challenging, but tools are available to simplify this process. The myHotel platform incorporates artificial intelligence (AI) to help hoteliers efficiently manage reviews.

With this technology, hotels can:

1. Generate quick and personalized responses: AI analyzes the content of the review and suggests appropriate responses.
2. Save time and resources: Automation allows hotels to respond to a higher volume of reviews in less time, with the convenience of managing everything directly from the myHotel Fidelity Online platform.
3. Ensure consistent communication: Responses maintain a professional tone aligned with the hotel’s brand.

 

 

 

What is the Ideal Coverage Level?

 

While the ideal coverage level may vary depending on the characteristics of the hotel, it is recommended to aim to respond to at least 90% of the reviews received, prioritizing detractor and passive reviews. This percentage ensures that guests perceive a consistent effort from the hotel to interact with them and address concerns.

Additionally, this has a significant impact on the Online Reputation Index (IRO), as it is the second most important dimension in the weighting.

 

 

 

Why is it Important?

 

1. Strengthens the hotel’s reputation: Responding to reviews demonstrates that the hotel values its guests’ opinions and cares about their experience.
2. Improves guest relationships: Direct interaction builds trust and loyalty.
3. Provides valuable feedback: Reviews offer insights into what works well and what needs improvement.
4. Influences future customers’ decisions: A high level of coverage indicates a proactive approach to customer care, which can influence booking decisions.
   
   
   
   
   

 

Conclusion

 

The coverage indicator is much more than just a number; it reflects the hotel’s commitment to its guests.

Adapting to the changes in the calculation formula and leveraging tools like myHotel’s integrated AI allows hotels to stay competitive and continue excelling in customer experience.

 

Respond, connect, and shine: Make every review count!

 

 

 

 

Other Important Information About the Change

 

1. The official date of the change is February 10, 2025.
2. It is recommended to extract the necessary data to close the 2024 fiscal year before this date, as this adjustment will alter historical ORI and coverage data.